Strategic Director of Customer Engagement
2 weeks ago
Smart DCC is seeking a seasoned professional to lead its Customer Relationship Management function. As Director of Customer Relationship Management, you will be responsible for developing and driving the strategic vision for operational teams, ensuring a high-quality service experience for customers.
The ideal candidate will have extensive experience in service management, setting operational strategic engagement with customers, and ensuring the right processes, people, and technology are in place to deliver an optimal operating model.
Key responsibilities include:
- Creating a vision through strong innovation and strategic leadership to provide present and future direction and goal setting.
- Managing the Customer Relationship Management function, including people development and management, financial management, and business planning.
- Ensuring Customer Relationship Management follows standardized operations and support methods, procedures, and policies, leveraging ITIL Version 3 or later.
- Overseeing all operational relationships with customers and improving customer service experience, creating engaged customers, and facilitating growth in DCC business and its customers.
- Responsible for improving communication, collaboration, coordination, negotiation, alignment, leadership, and decision-making between IT Service Providers in support of customers, Service Management, and its Service Delivery Management function.
- Management accountability for Operational Incentive regimes.
- Experience in setting and delivering short- and long-term strategy aligned with business and customer agendas.
- Experience of successfully delivering against key customer and business performance outcomes, showing year-on-year evidenced improvement.
- Proven thought leadership, innovation, and behavioral management experience.
- Able to contribute and make decisions at a senior level and be comfortable being the 'go-to' expert in the field of service resilience and proactive operations.
As a Disability Confident member, Smart DCC is committed to ensuring an inclusive and accessible recruitment process.
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Strategic Customer Relationship Director
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Manchester, United Kingdom Smart DCC Full timeCustomer Relationship Management Leadership OpportunitySmart DCC is seeking a visionary leader to drive customer relationship management excellence. As Director of Customer Relationship Management, you will be responsible for setting the operational strategic engagement with DCC customers, ensuring the right processes, people, and technology are in place to...
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Manchester, United Kingdom Smart DCC Full time{"h1":{"text":"Director of Customer Relationship Management"}},At Smart DCC, we are seeking a seasoned professional to lead our Customer Relationship Management function. As a key member of our leadership team, you will be responsible for developing and driving the strategic vision for our operational teams' customer relationships.Key Responsibilities:•...
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Manchester, United Kingdom Smart DCC Full time{"h1":{"text":"Director of Customer Relationship Management"}},At Smart DCC, we are seeking a seasoned professional to lead our Customer Relationship Management function. As a key member of our leadership team, you will be responsible for developing and driving the strategic vision for our operational teams' customer relationships.Key Responsibilities:•...
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